2003 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing Click here for a
printable version in Microsoft Word Format.

METHODOLOGY

The UITS User Survey is administered by the Center for Survey
Research. Surveys were sent to 2000 randomly selected people at Indiana
University, Bloomington (400 faculty, 400 staff, 400 graduate students, and 800
undergraduate students). The questions on the survey are primarily Likert
opinion scales (1-5 rating scales with 5 always being the most favorable
rating). For questions asking opinions of services, the results shown include in
order: the average opinion score (labeled "Average"), the
percentage of people who were satisfied with the service
(graded it as a 3 or better, labeled "Satisfaction"), and the percentage of
people who use the service (which we have taken to be the percentage of
people who expressed an opinion about it, labeled "Usage").

Unless indicated otherwise, the results shown are weighted to
estimate the average response of the entire IU Bloomington community. Some
services, however, are used only by certain subpopulations, so results are shown
for the appropriate subpopulations. Subpopulations are indicated by F for
faculty, S for Staff, G for graduate students, and U for undergraduate students.
In some cases, the scores are for groups of subpopulations, indicated for
example by [G&U] for services used by graduate and undergraduate students.
Results are shown separately for multiple subpopulations where appropriate. For
the average opinion and the satisfaction percentage
scores, confidence intervals are also provided. The
confidence intervals indicate the sampling error for each estimate at the 95%
confidence level (i.e. each mean and satisfaction score falls within the range
indicated by the estimated value, plus or minus the interval score).

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment
offered by University Information Technology Services (UITS) during the past
year (e.g., Student Technology Centers, electronic mail, research computers,
library online catalog, computer network, telephone consulting at 855-6789,
World Wide Web, IUIS, Focus, Decision Support Services)?

Average

Satisfaction

Usage

4.07 ± .06

96.4 ± 1.4%

98.0%

2. Overall, how important are UITS systems and services to your
work or study?

Average

Satisfaction

Usage

4.44 ± .06

96.0 ± 1.5%

98.2%

3. On a weekly basis, approximately how many hours do you use
a computer?

28.25 ± 1.51

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):

3.35 ± .06

5. Do you have a computer at your residence (desktop computer
or a laptop that you use at home)?

Yes:

95.1%

a. If you have a computer at your residence, what type of
computer is it?

Percentage checked

Responses

Intel-compatible computer running Windows 95 or 98/ME

35.5%

258

Intel-compatible computer running Windows NT or
Windows 2000/XP

54.6%

352

Apple Macintosh or compatible

6.3%

71

Unix workstation (including microcomputers running
LINUX)

3.4%

15

Other

5.8%

22

b. Do you have a printer at your residence?

Yes:

84.0%

c. If you access the IU computing systems, please indicate
the service you use. Please mark all that apply.

Cable modem service from a local cable television
service provider that offers high-speed connectivity (e.g., Insight)

16.6%

102

Other

8.4%

46

6. Where do you live?

Residence Hall

Off-campus (apartment, house)

34.9%

65.1% [U,G]

ELECTRONIC MAIL

7. UITS supports a variety of electronic mail systems to send
messages (e-mail) to others at IU and worldwide. If you use such facilities
and services, please indicate your overall satisfaction by marking the appropriate
response.

Average

Satisfaction

Usage

Pine (the mailer on the Shakespeare computers)

3.21 ± .10

69.3 ± 4.0%

59.3%

WebMail

3.43 ± .09

79.3 ± 3.4%

90.0%

Microsoft Exchange/Outlook

4.30 ± .09

95.9 ± 2.3%

91.3%
[F,S]

Outlook Web Access

3.60 ± .13

83.5 ± 4.7%

71.0%
[F,S]

8. Which e-mail system, from those listed above, do you use
most often?

Undergrads

Graduates

Staff

Faculty

Pine

17.0%

20.4%

4.6%

21.0%

WebMail

73.1%

53.5%

3.7%

7.6%

Microsoft Exchange/Outlook

N/A

N/A

83.4%

45.4%

Outlook Web Access

N/A

N/A

6.2%

10.1%

Other

9.9%

26.1%

2.1%

16.0%

9. If you use an external mail service (e.g., Hotmail, Yahoo mail,
AOL, etc.), please indicate the usage frequency.

Undergrads

Graduates

Staff

Faculty

Always

23.4%

36.7%

4.1%

8.6%

Frequently

24.8%

36.7%

34.1%

28.6%

Occasionally

51.8%

26.6%

61.8%

62.9%

10. How satisfied are you with the central e-mail list servers
(Majordomo, Listserv)?

Average

Satisfaction

Usage

3.72 ± .06

94.3 ± 1.8%

47.5%

11. Overall, how satisfied are you with the electronic mail
systems available at IU?

Average

Satisfaction

Usage

3.82 ± .07

90.7 ± 2.2%

96.8%

USER SUPPORT SERVICES

12. UITS provides a wide range of assistance for computer users.
If you have received help from any of the following sources in the past year,
please indicate your satisfaction by marking the appropriate response.

IT Training and Education Program Instructor-led Computing
Workshops (STEPS&PROSTEPS)

3.92 ± .08

88.4 ± 2.5%

16.8%

IT Training Online - computer based training provided
by NETg

3.45 ± .08

82.2 ± 3.0%

10.6%

Software downloads via IUWare Online

4.17 ± .06

96.0 ± 1.6%

45.5%

IUWare CD-ROM

4.31 ± .06

98.9 ± .9%

63.5%

13. Overall, how satisfied are you with the user support services
available at IU?

Average

Satisfaction

Usage

4.09 ± .05

98.9 ± .8%

80.3%

DEPARTMENTAL SUPPORT

14. Does your position at IU require you to provide IT Support
to faculty and staff in your school/department?

Yes:

24.2% [S]

15. UITS provides a wide range of support and services directly
to academic departments. If you use such facilities and services, please
indicate your overall satisfaction by marking the appropriate response.

Distribution and Technical Support (Streaming
Audio and Video, Tape, CD and DVD Duplication System Administration)

3.88 ± .12

93.8 ± 2.7%

8.3%
[F,S]

18. Overall, how satisfied are you with the quality of projects
completed by Digital Media Services?

Average

Satisfaction

Usage

3.94 ± .10

94.7 ± 2.5%

8.8%
[F,S]

INSTRUCTIONAL AND STUDENT COMPUTING
SERVICES

19. UITS maintains a large number of computer facilities
and services designated specifically for student use and instruction. If you
use such facilities and services, please indicate your overall satisfaction
by marking the appropriate response.

20. On average, how many hours a week do you use the Student
Technology Centers?

% 1-5 hours

% 6-10 hours

% 11-15 hours

% 16-20 hours

% Over 20 hours

% Never

Undergraduates

56.9%

15.5%

8.8%

.6%

3.3%

14.9%

Graduates

40.6%

15.6%

9.4%

1.9%

3.1%

29.4%

Staff

13.9%

1.3%

N/A

N/A

N/A

84.8%

Faculty

29.5%

N/A

N/A

.9%

.9%

68.8%

21. UITS maintains the network infrastructure Residential
Technology Centers (RTC) located throughout campus housing (dormitories and
apartments) for student use. If you live in campus housing and use such facilities
and services, please indicate your overall satisfaction by marking the appropriate
response.

Average

Satisfaction

Usage

Residential Technology Centers hardware (computers)

4.11 ± .10

97.0 ± 2.2%

41.1%
[U,G]

Residential Technology Centers software

4.16 ± .10

96.7 ± 2.3%

37.6%
[U,G]

Residential Technology Centers printing

4.14 ± .11

94.0 ± 3.0%

38.6%
[U,G]

Express Mail Stations

4.26 ± .11

95.1 ± 2.8%

36.1%
[U,G]

Ease and speed of connecting your personal
computer to the halls network

22. On average, how many hours a week do you use the Residential
Technology Centers?

% 1-5 hours

% 6-10 hours

% 11-15 hours

% 16-20 hours

% Over 20 hours

% Never

Undergraduates

31.5%

4.2%

4.2%

.6%

.6%

58.9%

Graduates

14.4%

2.3%

1.5%

1.5%

2.3%

78.0%

23. Overall, how satisfied are you with instructional and
student computing services available at IU?

Average

Satisfaction

Usage

4.03 ± .05

99.7 ± .5%

71.6%

CLASSROOM TECHNOLOGY SERVICES

24. UITS, in partnership with Instructional Support Services,
provides a number of services designated to facilitate the use of information
technologies in the classroom. If you use these facilities and services,
please indicate your overall satisfaction by marking the appropriate response.

Average

Satisfaction

Usage

Instructional Support Services staff

4.18 ± .16

93.8 ± 4.8%

56.5%
[F]

Instructional Support Services classroom
equipment

3.99 ± .16

94.5 ± 4.6%

63.5%
[F]

Advanced Technology Classrooms

3.98 ± .18

90.7 ± 5.8%

47.8%
[F]

25. UITS provides technology support for Distributed Education:
the Virtual Indiana Classrooms (VIC). If you use this technology, and support
services, please indicate your overall satisfaction by marking the appropriate
response.

Average

Satisfaction

Usage

Your experience with VIC technology

4.09 ± .22

90.9 ± 5.9%

10.1%
[F]

Support services for Virtual Indiana Classrooms

4.38 ± .25

87.5 ± 6.7%

7.3%
[F]

26. Classroom facilities vary from building to building and
room to room. Overall, how satisfied are you with your classroom facilities
(e.g. in terms of lighting, acoustics, projector screens, and aesthetics)?

Average

Satisfaction

Usage

3.27 ± .20

75.3 ± 8.2%

81.5%
[F]

27. Overall, how satisfied are you with instructional technology
support in classrooms over the past year (e.g. delivery of equipment, permanent
classroom equipment, equipment ordering procedures, support staff, selection
of equipment)?

Average

Satisfaction

Usage

3.89 ± .19

92.0 ± 5.4%

74.4%
[F]

RESEARCH AND ACADEMIC COMPUTING

28. Alone, or in partnership with other campus units, UITS
provides facilities and services in support of research. If you use such
facilities and services, please indicate your overall satisfaction by marking
the appropriate response.

Bioinformatics software and support (www.indiana.edu/~rac/bioinformatics/
)

3.63 ± .08

96.7 ± 1.7%

2.4%
[G,F,S]

LETRS (Library Electronic Text Resource Service)

4.10 ± .07

96.1 ± 1.9%

18.0%
[G,F,S]

AVL (Advanced Visualization Laboratory (www.avl.iu.edu)

3.88 ± .14

91.8 ± 3.6%

3.2%
[G,F]

Massive Data Storage Service (MDSS/HPSS)

4.14 ± .08

92.7 ± 2.5%

6.2%
[G,F,S]

Common File System (CFS) Service (Replacement
for Lockers)

3.95 ± .08

88.6 ± 2.5%

53.6%

29. Overall, how satisfied are you with the research computing
services available at IU?

Average

Satisfaction

Usage

4.01 ± .06

97.5 ± 1.2%

57.4%

UNIVERSITY INFORMATION SYSTEMS

30. Through the University Information Services Division,
UITS supports a number of information systems in support of administrative
services on campus. If you use such facilities and services, please indicate
your overall satisfaction by marking the appropriate response.

31. Overall, how satisfied are you with student support systems
made available by University Information Services at IU (e.g., IUCAT, online
schedule of classes, financial aid, registration, add/drop, etc.)?

Average

Satisfaction

Usage

4.19 ± .08

97.6 ± 1.8%

97.7%
[U,G]

32. Overall, how satisfied are you with the administrative
support systems available at IU?

Average

Satisfaction

Usage

3.79 ± .09

93.4 ± 2.8%

74.9%
[F,S]

NETWORK-BASED INFORMATION SERVICES

33. UITS supports access to and use of various network-based
information services and tools. If you use such facilities and services,
please indicate your overall satisfaction by marking the appropriate response.

Average

Satisfaction

Usage

Publishing on IU Web servers (www.indiana.edu)

3.96 ± .06

95.1 ± 1.7%

37.6%

Browsing on IU Web servers (www.indiana.edu)

3.99 ± .06

95.4 ± 1.6%

79.8%

Personal Web home pages (Steel, php.indiana.edu)

3.90 ± .06

94.6 ± 1.8%

44.8%

IU Search (www.indiana.edu/resources/search.html)

3.71 ± .07

88.8 ± 2.4%

64.1%

IU Events Calendar (http://events.iu.edu)

3.69 ± .07

88.0 ± 2.5%

65.8%

Usenet news groups

3.59 ± .07

86.6 ± 2.7%

15.1%

SiteScape Forums for instructional conferencing

3.80 ± .08

86.7 ± 2.6%

9.9%

34. Overall, how satisfied are you with network-based information
services?

36. Overall, how satisfied are you with the network services
available at IU?

Average

Satisfaction

Usage

4.09 ± .06

96.1 ± 1.5%

74.9%

WIRELESS SERVICES

37. UITS has installed over 100 wireless access points for
PDA and laptop connectivity. Please indicate your overall satisfaction with
this service by marking the appropriate response.

Average

Satisfaction

Usage

3.82 ± .08

90.1 ± 2.3%

13.5%

VOICE SERVICES

38. The Telecommunications Division of UITS provides a wide
range of telephone services to faculty, student, and staff customers. If you
use such facilities and services, please indicate your overall satisfaction
by marking the appropriate response.

39. Overall, how satisfied are you with the services offered
by the Telecommunications Division of UITS during the past year (e.g., long
distance calling service, telephone service, telephone features, voice mail,
Campus Switchboard, and telephone equipment)?

Average

Satisfaction

Usage

4.09 ± .08

98.2 ± 1.5%

91.3%
[F,S]

GENERAL ASSESSMENT

40. How helpful has the information technology environment
at IU been in your teaching activities?

Average

Satisfaction

Usage

4.09 ± .17

93.9 ± 4.7%

82.5%
[F]

41. How helpful has the information technology environment
at IU been in your research activities?

Average

Satisfaction

Usage

4.11 ± .10

95.8 ± 2.5%

89.0%
[G,F]

42. How helpful has the information technology environment
been in your learning experience at IU?

Average

Satisfaction

Usage

4.23 ± .08

97.5 ± 1.8%

97.1%
[U,G]

43. Please state your level of agreement with the following
statement: The information technology environment was an important factor
in my decision to attend IU.

Average

Satisfaction

Usage

2.36 ± .12

44.5 ± 5.4%

94.0%
[U,G]

44. Overall, how satisfied are you with the information technology
services (including telecommunications, computing, and computer networking)
offered by University Information Technology Services (UITS) during the past
year?

Average

Satisfaction

Usage

4.07 ± .05

98.3 ± 1.0%

97.0%

NON-UITS SERVICES

45. Departments other than UITS offer computing services
that are important to the functioning of the IUB computing environment.
If you use such facilities and services, please indicate your satisfaction
by marking the appropriate response.